Service Desk Associate

ServiceDesk L1 & L2:

- Accept incidents/requests.

- Log incident/request tickets in IT service desk tool.

- Tickets to be recorded with correct category, severity, description, and workplace user information as per the predefined matrix.

- Assign incidents/requests to the appropriate technical resolver group and categorize them into the appropriate severity or priority group.

- Route incidents to vendors for issues pertaining to DC, Network, security, and application support services. End-user workplace tickets to be managed by Customer's end-user support vendor.

- Follow up with Customer's technical team for incident/request status and manage notifications, including necessary escalations.

- Escalate tickets that have breached service levels.

- Log calls with Customers- vendors and coordinate for hardware, firmware, and OEM-related calls for assets listed in Service Baselines (pertaining to DC/DR, network, security, and application support services scope).

- Vendor coordination, handling functional escalation from helpdesk executives.

- Remote support to Customer-s end-users by remote device management.

• Experience

  1 - 3 Years

• No. of Openings

  40

• Education

  Graduate (B.C.A, B.Tech/B.E)

• Role

  Service Desk Associate

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  Male

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office